How CIVEA Members are taking a more human-centred approach to enforcement
The Company
Meet CIVEA
CIVEA represents all private sector enforcement firms in England and Wales, working on behalf of local authorities and government agencies to collect debt in a fair, transparent, and professional manner.
The Problem
Supporting vulnerable people in complex, challenging circumstances
CIVEA members, often come into contact with individuals facing significant personal difficulties – ranging from mental health issues and financial hardship to domestic abuse or addiction. While enforcement agents are trained to recognise signs of vulnerability, the next step – knowing where and how to refer people for appropriate support – can be unclear and inconsistent. Staff did not always have the specific knowledge needed which at times could make effective signposting difficult and potentially delayed access to essential services.
The Solution
A Single, Trusted Referral Point to Unlock Specialist Help
Partnering with the National Support Network (NSN) has enhanced the way CIVEA and CIVEA members support people in need. NSN’s Support Hub provides a single referral pathway that opens the door to a carefully curated network of credible, specialist support services.
This joined-up approach simplifies the process for enforcement teams and ensures that individuals receive the help they need quickly and discreetly. Rather than attempting to identify and vet different providers, staff can make one referral and be confident that the person will be guided to appropriate support.
Agents have access to solutions to share access to NSN in-person and through telephone and digital comms, such as leaflets and signature banners, making it easy to offer a helping hand.
The Results
MORE EFFECTIVE ENGAGEMENT AND A HUMAN-CENTRED APPROACH TO ENFORCEMENT
Feedback from CIVEA members and their teams have been overwhelmingly positive. The NSN Support Hub not only reduces pressure on enforcement staff to search for suitable services, but also builds trust with the people they support. This creates space for more compassionate and constructive conversations, often leading to better outcomes for both the individual and the organisation.
One member, JTR Collections commented;
The use of the National Support Network has been a hugely positive addition to our approach at JTR Collections, particularly when supporting vulnerable individuals. As an organisation, we often come into contact with people facing complex challenges, mental health issues, financial hardship, domestic abuse, or addiction. The NSN provides a one-stop shop for support, allowing us to make a single referral that opens the door to a wide range of specialist services. This joined-up approach has not only made it easier for our team to signpost, but more importantly, has made it easier for those we support to actually access it.
One recent case involved a someone in debt showing signs of severe anxiety and hoarding. Rather than proceed with enforcement action, our enforcement agent referred them to the Support Hub. Once referred, and after allowing some time to receive some mental health support, they had re-engaged to discuss options to pay including entering into a payment plan. They made clear they appreciated the agents human approach, which allowed them to receive support, finally reaching out for some support that had been needed for some time.
By embedding the Support Hub into standard practice, CIVEA members can take a more holistic and responsible approach – supporting vulnerable people while still fulfilling enforcement obligations. The service strengthens frontline decision-making, boosts team confidence, and demonstrates to clients and communities that enforcement can be done with dignity and care.